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Ian Truscott

Helping B2B tech companies create ART (Awareness, Revenue & Trust)

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Tag: Sachin Tendulkar

That Fine Line on Social Media: It’s All About Context

Posted on November 13, 2015 by Ian Truscott

Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for the customer to DM their name and details to progress the issue. Sound pretty reasonable, right? Oh no.. the passenger..

CategoriesCustomer Experience Management, Observations
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